Collaborative Messaging Software For WhatsApp Team Inbox

Author’s Blurb: Reaching out to many people for interviews is so complicated when my coworkers need to know what’s going on in a conversation, especially since messaging apps don’t have a CC feature like emails. Unfortunately the only way to do that is to put my phone back.

Carliff realized that this was also a problem for many entrepreneurs. Especially those in retail and e-commerce when it comes to customer service and sales.

He said most businesses have a single business number on a phone, which needs to be passed on to many employees when responding to customers.

Businesses can also require their employees to use personal phone numbers, which can be a problem when it comes to separating work and life.

“This isn’t a problem for a while, but in the long run the staff won’t like it as they have to support customers 24/7, which they may not want. not really be because they can’t run away from work, ”he told me. “In addition, for the business, there are data and privacy issues.”

With experience developing ChatBot in 2017, he converted his expertise to create YesHello, a software as a service (SaaS).

Team inboxes for WhatsApp

YesHello is a team inbox for WhatsApp and other messaging platforms like Line, WeChat, Facebook Messenger, and SMS.

Essentially, it’s a business messaging platform that allows teams to share a business phone number to respond to customers without having to share a single phone.

Team members are added to the company’s YesHello account, where members will have access to all incoming and outgoing messages at the same time from their own separate login.

Think of it as if you are editing the same Google Document from separate Google Accounts.

The software also comes with a chatbot feature which can instantly respond to customer requests.

The YesHello team by videoconference / Image credit: YesHello

But with multiple people having access to each chat, wouldn’t a team inbox be complicated? For example, how would requests be delegated?

Carliff said that is what the posting function is for. A boss can assign their employee (let’s call this employee Bob) to a contact, and other members can see who each contact is assigned to.

Discussions are also separated into 2 files. They are called “All” and “My Account”.

If no one is assigned to a specific contact in the “All” folder, it works on a first come, first served basis.

Thus, once Bob chats with a contact, it will automatically be moved to “My file” on their account.

A notification will then appear to tell Bob that this contact is in the middle of a conversation with a bot, and he will ask him if he wants to take over.

“So that contact is now assigned to him, and he will no longer be in the ‘All’ folder so there will be no confusion for the team,” added Carliff.

Doesn’t that go against WhatsApp encryption?

According to WhatsApp Security, the encryption ensures that only you and the person you’re communicating with can read what is being sent, and no one in between, not even WhatsApp.

We didn’t understand how YesHello worked around this encryption, especially with so many users tied to just one WhatsApp number.

To which Carliff replied, “This is not a violation of the WhatApp terms of service or privacy notice, as WhatsApp users still have end-to-end encryption.”

“The encryption is done from their device to the service provider they are with, ensuring that the conversation is private and secure. When a conversation takes place between a WhatsApp user and a WhatsApp Business API account, encryption takes place between these two “users”. “

Essentially, because there are only 2 numbers involved – the customer and the business number – YesHello does not go against encryption policies.

Winning customers to help customers

Since launching in April 2020 during MCO, the company currently has 100 active users and has reached over RM 50,000 in revenue.

Some of their notable customers include Volvo in Bukit Bintang, the Malaysian Ministry of International Trade and Industry (MITI) and Landrover in Penang, to name a few.

Although their primary mission since the launch of this software has been to help small and medium-sized businesses, YesHello’s subscription plans are able to meet the needs of businesses of all sizes.

Their price structure is as follows:

  • For the 79 RM / month Starter Plan, access is given to 2 team members to serve 200 clients,
  • Their Pro plan costs RM299 / month for 5 team members and 1000 clients,
  • A business plan is RM799 / month for an unlimited number of team members and 5,000 clients.

To us, all monthly plans seemed pretty expensive for email software.

But Carliff vindicated that they were worth it, especially the business plan for large multinationals with global customers.

“If you get 1,000 inquiries from around the world about your sales campaign, you can have 20 members present from all over the world,” he says.

“If you make 5-6 digits of sales with them, what is RM799 if you do 5-6 digits?”

He also explained that the number of clients on the platform accumulates throughout the month and can be removed to stay below the plan’s quota.

The team was able to substantiate this with the results of the case studies of one of their biggest clients, Peche, who works in the e-commerce scene by creating beauty products with resellers in Africa, Brunei, South Korea. Malaysia and Singapore.

By reducing the average time it takes for Peche sales reps to respond to leads by 89%, which means from 90 minutes to 10 minutes, YesHello helped double Peche’s revenue growth from RM200,000 to RM400,000 in less than 2 month.

Some products from Peche and screenshot of a WhatsApp conversation with their customer / Image credit: Facebook of Peche Malaysia.

Going forward, the team plans to launch an omnichannel messaging automation platform where all communication applications, including Messenger, WeChat, and Line, can be integrated into a single platform.

“It allows you to engage and interact with your customers in one place, no matter how and when they connect with you,” Carliff said.

Conclusion: I believe this system would most benefit large multinationals that deal with millions of customers around the world, as it would allow them to keep all members of the relevant departments up to date on the status of a sale quite easily.

  • You can read more about YesHello here.
  • You can read more about other Malaysian startups here.

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Jothi Venkat

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